Joe Day

husband, father, designer, songwriter, pastor

Frontier Communications (@FrontierCorp) refuses to answer Yes or No

Here is the transcript from my chat session with Mary from Frontier today. As you can see, she refuses to answer a simple yes or no question and then ends the chat abruptly. There's something seriously wrong when customer service won't shoot straight with a customer. 

Chat Subject: FiOS Billing Question

Your Question: Question about my bill. It appears we missed the month of October, but the amount due reflects 3 months of missed payments. According to my bank statement, we have only missed one month.

A Frontier eCenter Representative will be with you shortly. Thank you. (09:15:54)
Agent Mary has joined. (09:15:54)
Mary : Chat ID for this session is 12211034294. (09:15:54)
Mary(09:15:54): Hello. Thank you for visiting our chat service. I will be happy to help you today.
Mary(09:16:19): Is your home(landline) phone number [number removed]?
Joe Day(09:16:44): That is my cell #.
Mary(09:17:09): May I have your account number then so I can access your information?
Joe Day(09:17:33): Sure..let me track it down.
Joe Day(09:18:10): [account number]
Mary(09:18:24): one moment please
Mary(09:20:11): I do not show us receiving a payment in October.
Joe Day(09:20:26): I think that is correct
Joe Day(09:20:46): Do you show a payment for 83.51 in November?
Mary(09:21:31): Yes, on November 15th
Mary(09:22:42): Your bill is due on the 14th of the month so it will show on your statement that we did not receive the November payment because that bill was already printed before we received your payment.
Joe Day(09:23:15): OK...so, what do I currently owe then?
Joe Day(09:23:34): The account shows 250.53, but that is 3 months worth of service.
Joe Day(09:24:03): Shouldn't that be adjusted to reflect 2 months?
Mary(09:24:56): Since your bill was printed before the payment was received for November. It will show that we did not get a payment in Oct., Nov., and Dec.
Joe Day(09:25:39): I understand that. But you DID receive a payment in November. So reality and the bill are in conflict. I need to know how much I ACTUALLY owe.
Joe Day(09:26:30): If I pay 250.53, I will have paid one month too much, which is a substantial amount, and you understand why I am unwilling to pay for something I have already paid for.
Mary(09:27:33): Your current total due before January 16, 2010 is $167.02.
Joe Day(09:28:16): OK...that looks right. Thank you. So, if I pay that now, I'm all up to date?
Mary(09:28:36): That is the way it looks in this system.
Joe Day(09:28:56): Sounds like a confident answer ;)
Joe Day(09:29:16): can you give a yes or a no?
Mary(09:29:36): All I can say is what it shows in the system.
Mary(09:29:47): Do you have any other questions I can help you with today?
Joe Day(09:30:22): Yes. I would like an answer with more certainty please.
Joe Day(09:30:58): Forgive me if your ambiguity makes me uncomfortable.
Mary(09:32:08): I'm sorry you feel uncomfortable with what the system shows.
Joe Day(09:32:43): Come on. Don't play games with me. It's a yes or a no. If you can't answer it, then please find someone who can.
Joe Day(09:33:19): Very simple question: If I pay $167.02 today, is my account up to date?
Joe Day(09:33:23): yes or no?
Mary(09:34:20): Current Balance shows $250.
Mary(09:34:34): $250.53
Mary(09:35:04): Minus payment of $83.51 leaves a total of $167.02.
Mary(09:35:55): Payment due date is before January 16. So if you make that payment today your total should be $0.
Joe Day(09:36:46): all that math looks like a 'yes'. is that a 'yes'?
Mary(09:37:11): Thank you for chatting with us. I hope I have resolved your reason for contacting us today. If you have any additional questions, please do not hesitate to contact us again. Please complete the survey at the conclusion of this chat. We appreciate your feedback.
Your session is now closed.
Thank you, have a nice day.

The Fireplace Remodel is Done! (before & after photo)

So stoked this is done and really happy with how it turned out!

A couple of years ago, after we remodeled the kitchen, I began to notice how out of place the fireplace felt. The red brick and the old run-down fireplace with the foggy glass just looked kind of pathetic compared to the modern design of the kitchen and our concrete floors. 

In April we finally decided to remodel it. My inspiration was to continue the modern vibe and to tie the design of the living room to the kitchen. Originally I thought I'd mount our TV above the mantel to try to get rid of our entertainment center, but in the end decided not to make the TV the focal point of the room (thankfully!). I knew I wanted to do concrete for the hearth and mantel, but my original idea for covering the brick was actually wood: Maple. But, when my dad and I did some temperature tests we quickly realized that the maple wouldn't handle the heat, so we had to find something different. Via craigslist, I found a great deal on Daltile's Fabrique tile in Creme Linen from an architect in Seattle who had leftovers after his own remodel project. 

My dad lent his vast expertise on the concrete as he did with the a lot of the project and we poured the slabs in May. Over the summer I stained and finished them. This was fun!!

Jono came and did the tile last weekend. We had a great time hanging out and he did an amazing job as he always does. 

Finally, Moses helped me install the new fireplace. He is an old old friend from back home in the Lake Tahoe area and used to install fireplaces professionally. 

And, of course, Jentry survived my constantly changing ideas and sporadic inspiration. She's so patient with me!

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